|[September 18, 2013]
Telefónica Selects Moxie Software's Chat Application to Enhance Customer Service and Support
SUNNYVALE, Calif. & LONDON --(Business Wire)--
Software, Inc., the leading provider of customer-centric enterprise
social software, today announced that Telefónica
Spain has chosen Moxie Software's chat application to power its
customer service and support operations. Moxie Software's Chat
Spaces™ is a key component of Telefónica's (News - Alert) comprehensive customer
service strategy, which aims to engage customers across multiple
Chat Spaces' advanced capabilities allow Telefónica Spain to deliver a
high level of service and support to its customers. Using Chat Spaces,
supervisors can manage and monitor active sessions, access real-time and
historical reports. The application allows Telefónica Span to provide
differentiated and personalised customer experience at scale.
Specifically, it enables Telefónica to:
Deliver a comprehensive customer engagement strategy extending the
same customer experience available via the phone to its website;
Provide its customers with the ability to communicate in real-time
with an agent via online chat;
Proactively engage with its customers browsing the website to provide
non-intrusive assistance as needed; and
Generate revenue and decrease shopping cart abandonment.
Commentary and Insights:
"With millions of customers, Telefónica has focused its strategy on
becoming a leading company in the digital world," said Mario Soro,
director of CRM technology at Telefónica Spain. "We are always
looking for innovative technologies that strengthen our customer
engagement strategy. In a complex organization such as ours, Moxie
Software provided us with a highly customizable and flexible solution to
attract and retain customers."
"It is critical for market leaders to deliver superior online
experiences and to stay connected with their customers," said Tom
Kelly, Moxie Software™ president and CEO. "Moxie Software shares
Telefónica's vision of delivering a high level of service and support to
customers through their channel of choice."
"We recommend Moxie Software to our clients, including Telefónica, as
it meets the demands of rapidly growing online customer interactions in
Spain and Latin America," said Carlos Molina, vice president of
innovation and solutions at IZO, a leader in customer and social
media experience management. "Moxie Software's superior multi-channel
communication apps for customer engagement deliver enhanced productivity
About Moxie Software, Inc.
Moxie Software provides the only customer-centric enterprise social
software suite that enables companies and organizations to effectively
connect employees, customers and partners to engage in business, share
knowledge and collaborate. Spaces™ by Moxie is a comprehensive solution
that powers more than three billion social interactions per year for
leading organizations in consumer services, financial, healthcare,
high-tech and media and entertainment. Moxie Software's customers are
able to innovate faster, improve operational efficiencies and provide
superior customer experiences. To learn more about Moxie Software, visit www.moxiesoft.com.
Moxie Software, Chat Spaces and Spaces by Moxie are trademarks of
Moxie Software, Inc. All other company and product names mentioned are
used only for identification purposes and may be trademarks or
registered trademarks of their respective companies.
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